Course Summary
In this two-day interactive course attendees gain the skills for the effective implementation of the ServiceNow Field Service Management application. This course is designed for Implementation Specialists responsible for set-up and configuration of the Field Service Management applications. A combination of lecture, group discussions, group activities, and lab work helps attendees develop skills to achieve the following:
• Validate foundational data
• Analyze and implement customer business requirements
• Use industry good practice for field service management implementation
• Discuss common field service management integration scenarios and good practices
• Set-up field service business and assignment configuration
• Configure work order form and mandatory skills
• Create advanced maintenance plans and maintenance schedules
• Configure central dispatch and dynamic scheduling
• Automate transfer order line task assignment using flow designer
• Configure appointment booking service
• Configure advanced time recording and time sheet policy
• Create a targeted communication
• Configure contextual knowledge for work orders and work order tasks
• Configure field service mobile application
1: Field Service Management Implementation Planning
• FSM features, process, and data review
• Field service industry good practices
• FSM implementation good practices
• Process Integrations
• Foundation data planning
• Prepare to Implement Field Service Management
Module 2: Implementing Field Service Processes
• Validate Foundation Data
• Configure Field Service Process, Assignment, and Add-ons
• Configure Work Order Creation
• Configure Time Recording
• Validate Foundation Data
• Configure Approval Workflow
• Field Service Configuration
• Configure Mandatory Skills
• Create a Work Order Template
• Create an Advanced Maintenance Plan
• Configure Advanced Time Recording
Module 3: Optimizing Inventory & Scheduling Operations
• Scheduling and Dispatch Configurations
• Dynamic Scheduling Configuration
• Parts Sourcing and Transfer Process automation
• Configure Central Dispatch
• Configure Dynamic Scheduling
• Automate Transfer Order Line Task Assignment using Flow Designer
Module 4: Implementing Field Service Mobile
• Agent Mobile Application Overview
• Field Service Mobile Configurations
• Mobile Migration Considerations
• Configure VIP Tasks Applet
Module 5: Implementing Related Processes
• Customer Experience Configurations
• Appointment Booking Configuration
• Configure Targeted Communications
• Configure Field Service Knowledge Base and Contextual Search
• Configure Appointment Booking
• Appointment Booking – Advanced Availability Configuration
• Create a Targeted Communication and Notification
• Configure Contextual Knowledge for the Field Service Knowledge Base
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